Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2024 ***** ********** during 12/24. Upon receiving the vehicle that had no mileage and had not been driven yet, I noticed the car shook while driving and braking. I took it in for the 5000 mile service and reported the issue. I was told the alignment was off and they fixed it. The shaking continued and I was told by the dealer, it was fine. I brought the car in for a 10,000 mile service and reported the shaking. I was told the rotors were warped and they would fix them, but not replace them. Upon my 20,000 mile service the shaking is back and the dealer said my alignment was bad again. I asked if it was covered since the car has had issues since I drove it off the lot brand new with the alignment and rotors. The dealer stated they would not cover any of the repair and stated it was the roads of New England that caused the problem. All repairs up to this time have been documented in the dealer's record under my account. The car had 20,000 miles on it and should not have bad rotors or alignment after being fixed once. I brought it to a local dealer to take a look and was told my rotors were bad. I contacted the dealer again, Charles Toyota, about the issue and stated they were never fixed and they should fix them for me without a charge. They stated it was not their problem and I would have to pay. A brand new vehicle should not have a bad alignment or rotors that only has 20,000 miles on it.

  Business Response

  Date: 04/04/2025

  **** ******* 2024 ***** ********** came in for service for the first time on 04/17/2024 with 5,186 miles. The vehicle came in for the 5k maintenance and customer had a concern of the vehicle pulling down the road. Technician did confirm and found the front and rear toe needing adjustment. An alignment was performed under warranty to correct customer's concern. The vehicle returned on 08/22/2024 for the 10k maintenance, a recall, and customers concern of a vibration coming from vehicle while braking. Technician verified concern coming from front and rear brake rotors. Technician measured the rotors, there was plenty of material to allow for the rotors to be resurfaced. Toyota has a warranty policy that rotors be resurfaced if enough material remains, if not, then rotors can be replaced. Technician resurfaced rotors and test drove, concern no longer present. Vehicle returned on 11/25/2024 for the 15k maintenance and two recalls. Customer returned 03/05/25 for the 20k maintenance.

  We recommended an alignment on the 03/05 visit because when a vehicle is driven through our drive thru, we have special equipment through ****** that performs a quick scan that scans the vehicle's toe. The quick scan resulted in the toe being out of spec, at that point the service advisor recommended an alignment. There was no mention of a vibration concern during the check in on the visit of 03/05. I spoke with Mr. ***** when he called in explaining his frustration that we recommended an alignment for a pulsation concern. I explained to Mr. ***** there was no concern mentioned regarding brake pulsation and the alignment was recommended because the results of the quick scan showed adjustment being needed. I offered to pick the vehicle up to have the brake pulsation diagnosed and if we found that brake rotors or brake pads were needed, we would take care of the repair as the vehicle is still under warranty. Mr. ***** declined the offer and said he would not be returning. 

  I attached all invoices for each visit of the ***** **********. Please let me know if there is anything else we can do to assist.

  Thank you

   

   

  Customer Answer

  Date: 04/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The alignment should still be covered under the warranty if it is off and was told by Toyota they will not fix the alignment without me paying for the fix. When I bring my car in for the 25,000 mile service I will ask for the rotors to be checked again as there is shaking in the front of my car again when I brake. The local mechanic I took it to stated the alignment was fine, but the rotors in the front are bad and should not be with having less than 25,000 miles on the car. I would like all rotors replaced and alignment fixed without cost from myself. Thank you. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the 4th time I brought my car in because of a noise. The car is one year old. The last three times they tell me nothing is wrong and no one has even driven the car. Then I show up today and the gentleman at the front desk is very rude, tells me I’ll need to wait all day, doesn’t even offer me a car to use. Unacceptable customer service.

  Business Response

  Date: 12/12/2024

  Hello,

  The vehicle was driven by several different technicians. The noise heard is the ABS system being activated when negotiating certain bumps. 
  We are happy to road test the vehicle with the customer if she would like

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of service: 4-17-2024
  Paid $3352.80
  Committed to provide repair work on my 2011 Toyota ******.
  Issue: After repairing the differential oil leak the problem persisted.
  We brought back the vehicle and they tried to repair the leak by changing out an axle which did not fix the leak as well. I was told that the leak could not be repaired and would need to replace the transmission in order to fix the issue.
  At that time I asked the service person Nick G****** for a detailed description of what was done to the vehicle and was told that I could not get it in writing because the invoice had already been printed and paid for.
  At the time the car was still under their possession and they were keeping it until we decided what to do with it.
  A few days later I asked why I was charged $3,352.80 if the repair had not been done and was told 2 different stories by Nick and the service manager. I was told the charges were for the "resealing of transfer case". Which they stated that it is still leaking and they don't know why.
  They claim that the transmission must be the problem and it will cost upwards of $7000. to replace and the car was not in driving condition.
  After 2 weeks of the car being in their possession we spoke with the G.M. Tommy C****** and was told that the money we paid was for services rendered. Although leak is still not fixed.
  Mr.C****** offered to pay us $5,000. to take the car in trade-in if we did not want to pay for additional repairs.
  Basically, he wanted to pay us $2000. (minus $3000 for repairs) for a car that was worth at least $7000.
  We have been doing business with Charles Toyota for over 8 years and find their actions to be highly unprofessional.
  We are seeking to get the money we paid for repairs that were not fixed.

  Business Response

  Date: 06/10/2024

  On 04/19/2024 Charles Toyota completed a re seal of the transfer case on the ******** 2011 Toyota ****** due to a leak.  According to the customer the vehicle had a re built transmission done about 3 years ago at an ***** facility which the customer advised to us had given them some issues after it was installed. Unfortunatly the transfer case began leaking again at which point at no charge Charles Toyota tried replacing the aftermarket axle which was also done elsewhere with a factory axle.  This attempt also failed to resolve the leak. Through further inspection after removing the axle it appears the transmission is causing the leak at which point we advised the ******** they would need to change the transmission to ultimatly stop the transfer case from re leaking and that we would re seal the transfer case at no charge.  At this point the ******** advised service that they just wanted to get rid of the vehicle and asked us for a cash offer to buy the van.  If charlesToyota were to sell the van at auction we would have to announce the transmission issue. If charles Toyota were to keep the van for re sale which based on year would most likley send to auction we would have to fi it to re sell.  So the $5,000.00 offer plus the $7,000.00 repair would put the store at $12,000.00 which was a fair offer based on the repairs needed.  It was brought to there attention that Charles would work with the total price if they were to trade it towards another vehicle rather than just purchasng it out right.

  The leak in the transfer case is being caused by the transmission and Charles Toyota is willing to work with them to properly repair , buy, or trade the vehicle and also tried to see if ***** could help out at all. ***** informed Charles Toyota that they would not help as they include a 1year warranty and that extended coverage was purchased. If the ******** would like further clarification on this matter or would like to proceed with fixing, selling or replacing the vehicle they can come down in person and sit with both the General Manager and Service Manager.

  If Charles Toyota were to re seal the transfer case at no charge we will either need proof the transmission has been replaced or be changed on site. Unfortunatly the seals are failing on the transfer case pre maturly due to an internal issue with the transmission in their ****** van. 

   

   

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this claim because:You should have advised me that you could not guarantee that the work you did would solve the problem. Additionally, I was told by Nick that the seals on outside of shaft are worn down on metal and that is the reason the new seal will not stay sealed. Why then would you go ahead and finish the job when you knew it wouldn't fix the leak? Mr.C****** had assured me that his "certified mechanics" are the best and would be able to do the job.

  He should stand behind his words.

  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/11/23 I was driving home from work when my 2023 Toyota ****** motor and turbos blew apart . My truck was towed at my expense up to Charles Toyota. I asked them for a loaner car and they responded that they don’t have any but they would reimburse me for rental charges. The truck took about a month to repair and Toyota took care of that because still under warranty. I have had the truck back for a little over a month and they still haven’t reimbursed me. They told me Toyota approved it and that was at least 3 weeks ago and now they say they are waiting on Toyota. Still waiting over a month now for almost 2700 hundred dollars and the story keeps changing about Toyota responding.

  Business Response

  Date: 02/15/2024

  Only a portion of this claim has been approved, the majority of the claim which has not yet been approved includes the rental cost. We are working with Toyota to get this paid as soon as possible. They have estimated 3-4 weeks from now, we are using every resource available to try to get this expedited. 

  Customer Answer

  Date: 02/22/2024

  This is response to ********** on my complaint with Charles Toyota. They called me the next day to come up and meet with them. They definitely stepped up and solved all my issue’s immediately. I would like to thank them for resolving everything to my complete satisfaction. Charles Toyota proved they are number one Toyota dealer with helping their customers.

  **** **** **** ******** ***************************

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought brand new car from Toyota Dealership, they are offered to me option such as ceramic coating, I paid for it, but it wasn’t ceramic coating, they are scratched brand new car all over, I went to dealership 4 times for the same issues, they did polished brand new car 4 times it’s didn’t work out 100% , still remaining scratched all over the car, they did hired person from outside to fix my car but he didn’t fixed 100 % I’m not satisfied at all … so besides that I haven’t opened my hood yet since I bought my brand new car, and I found out when i opened my hood there is was found out solvent pop please see attached pictures, I’ve been trying to reach out to dealership millions time the dealership are not responding to me, I’m so disappointed and regret buying this car, I’m requesting replacement the car ….or my my money back

  Business Response

  Date: 12/28/2022

  Good Afternoon *******,

  Pursuant to our conversation of December 27, 2022, regarding the complaint filed by ****** ********* id.********, 

  Please be advised that we tried, unsuccessfully, to satisfy Mr.*********** complaint of scratches in the paint by doing all we could in house.

  We even went so far as to refund the cost for the ceramic coat in the amount of $420.08 and scheduled an appointment for him with an auto detailing company, Absolute Automotive Detailing, which by the way, our salesperson paid for out of his own pocket.

  I am forwarding you the copy of the refund check as well as the invoice for Automotive Detailing.

  May I add that Mr. ********* is now also making a complaint about Absolute Auto Detailing. I am not making any judgements here, but it seems to me that this is a recurring theme with him.

  We are happy to answer any further questions you may have regarding this matter.

  Thank you for taking my call today,

  ---

  Larry T******
  Internet Sales Director
  Antonino Auto Group
  ************
  ***********************************

  Customer Answer

  Date: 12/28/2022

   

  Complaint ticket ID ********

  
  

  They tried to remove the scratches, polished brand new car 4 times with machine…what later became that they removed protection clear coat from manufacture this is so insane for brand new car and unacceptable for Dealership.So obviously dealership do not know what to do next and they are hired someone from the street ( company name Absolute Automotive Detailing ) to remove the scratches and polish multiple time my Brand new car. Even that guy from Absolute Automotive Detailing said that he can’t polish more because there is no clear coat left from manufacture…and he did again and still scratches all over the car and no clear coat from manufacture at all. And plus to all this the dealership ignored me since I send them over pics from under hood ,there were found solvent pop, please see attached, so they never works with me. I thought the best condition of the car u would buy it only from dealership but is not regardless what I’ve been through it.
  
  
  
  Sincerely,
  
  
  
  ****** *********